Virtual Service Representative (Call Center, on site) - Part Time

Class Description

The purpose of this class is to provide friendly, courteous, and patient frontline call center chat and text services including support to students and the college community. Provides comprehensive support across various campus services, utilizing technical platforms such as Banner SIS, Element451 CRM, queue management systems, and the TDX knowledge base to enhance service delivery, including but not limited to admissions, financial aid, registration, and student accounts. This role focuses on delivering exceptional customer service and creating a seamless experience for students navigating essential and other college-related services. This position works with prospective, admitted, and current students to provide detailed information about and help with all student services processes from admission through enrollment and applying for graduation, ensuring a seamless and customer-service-oriented experience.

Minimum Requirements

Associates degree or 60 transferable college credits with two (2) years of experience, or High School diploma/GED with four (4) years of experience working with students or customers in a service-oriented environment. At least three (3) years of call center experience. This call center experience must include managing a high volume of inbound and outbound calls. Must be able to understand and respond to inquiries promptly with friendly, courteous and patient communication understandable to all callers.

Proficiency in using student or organizational information systems for accessing and updating student records, customer relationship management (CRM) tools for tracking student engagement and outreach, queue management systems for managing student service flow, and knowledge base platforms for providing accurate and timely information to students. Familiarity with Microsoft Office (Word, Excel, PowerPoint, Teams, OneDrive) preferred. Strong technical aptitude with the ability to navigate multiple digital platforms, interpret data, and troubleshoot common system issues. Bachelor’s degree preferred. Bilingual skills preferred.

Class Specific Essential Duties

When speaking with students, faculty, staff, business partners and referring agencies/organizations, by phone, in person or email, the enrollment specialist must:

• Assist and provide information, daily to students, faculty, administrators and the college community by email, and primarily on the telephone.
• Provide day to day processing of enrollment related paperwork.
• Resolve and troubleshoot problems in daily processing of service requests related to areas including enrollment, course selection and refunds.
• Process, prepare and validate student documents relating to all aspects of the enrollment process.
• Process mail and handle inquiries from internal and external sources to facilitate efficient office operations.
• Audit and/or verify student records. Research and resolve discrepancies.
• Facilitation of efficient process and data management of student enrollment records.
• Serve as essential staff for the College Community to ensure business continuity.

Essential Job Duties are intended to be examples of duties and are not intended to be all inclusive. There will be other duties as assigned.

Position Specific Essential Duties

• Provide virtual services through phone, chat, text and email support for all CCBC students, faculty, and staff utilizing in-depth knowledge of admissions, bursars, registrar, and financial aid to provide accurate information and support.
• Facilitate simultaneous high call volume and student information updates.
• Assist prospective students with their admission application and resolving questions related to admissions, and their journey with CCBC.
• Guide new admits through the enrollment process.
• Triage student questions to ensure advising appointments are only scheduled when necessary, utilizing an appointment system such as SARS Anywhere, Element451 CRM, or another queuing system. Resolve questions quickly when possible, and assign the appropriate advisor for appointments when needed. Ensure students are connected with their assigned academic advisor and schedule follow-up appointments as necessary.
• Ensure student’s records are accurate within Banner SIS and Element 451 CRM and assisting them with updating their records as needed.
• Utilize the student information system, Banner, to analyze and clarify student accounts, financial aid packages, and payment options, ensuring students receive clear and actionable information to complete their financial aid processes and accept awards.
• Educate students about the benefits and requirements for federal and state financial aid and helping them apply for aid via the FAFSA.
• Utilize Banner SIS for student registration by assisting students with course selection, registration processes, and ensuring accurate enrollment data. Use Banner Xtender to scan, index, and manage student records, ensuring all documents are properly filed and easily accessible for future reference, while maintaining data integrity and confidentiality.
• Solve problems that the student has related to enrollment, payment, retention, and graduation processes.
• Navigate confidential student information across multiple systems, ensuring compliance with relevant regulations and privacy standards.
• Collaborate effectively with colleagues in Instruction, Student & Academic Affairs, Student Finance, and Enrollment Services, facilitating smooth interactions between students and other departments to enhance service delivery.
• Document interactions with students accurately and thoroughly in Element451 CRM, tracking and maintaining records of inquiries, responses, and any follow-up actions taken.
• Escalate queries and concerns as necessary to ensure timely resolution and effective support for students.
• Participate in software, process, and skill training and professional development. This includes, but is not limited to local, state, and federal compliance regulations. Attend, and occasionally lead, job specific workshops, conferences, trainings, and other professional development opportunities.
• Ensure service delivery standards are met as set by Quality Assurance & Intake Management.
• Provide technical support to students to facilitate account recovery.